Refund policy

Overview

1. 30-Day Return Window

We offer a 30-day return policy. This means you have 30 days from the date you receive your order to request a return.

After receiving your item, you may inspect it and check whether it meets your expectations. If the product is not suitable or you change your mind, you may request a return within 30 days of delivery.

To be eligible for a return, the item must:

• Be unused and in its original condition
• Have all original tags attached, where applicable
• Be returned in its original packaging
• Include the receipt or proof of purchase

Items that show signs of use, damage caused after delivery, or missing original packaging may not be eligible for return.

2. Return Process

1. Contact Us: Email us at support@nivoelements.com with your order number and the reason for your return. Our customer service team will provide return authorization and instructions.
2. Pack Your Item: Carefully repack the item in its original packaging, including all tags, accessories, and documents where applicable.
3. Send It Back: Ship your return to the return address below using the instructions provided by our customer service team.

We recommend using a tracked shipping service for all returns.

3. Return Costs

• Change of Mind / Customer Preference: If you wish to return your order because you changed your mind, ordered the wrong item, or no longer want the product, you are responsible for arranging and paying for your own return shipping. We do not provide prepaid return labels for non-fault returns.
• Defective, Damaged, or Incorrect Items: If your item is defective, damaged in transit, or you received the wrong item due to our error, there is no return shipping cost to you. We will provide return instructions and cover the applicable return shipping cost.

Please contact us before returning any defective, damaged, or incorrect item.

4. Refund Process

• Inspection: Once we receive your return, our team will inspect the item to confirm that it meets our return conditions. Inspection is typically completed within 1 business day.
• Refund Timing: After your return has been approved, your refund will be issued to your original payment method. Please allow approximately 1–3 business days for the refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account.
• Refund Method: Refunds are issued only to the original payment method used at checkout. We do not issue refunds to alternative accounts or payment methods.

For approved returns, the purchase price of the returned item will be refunded.

5. Late or Missing Refunds

If you have not received your refund after it has been approved:

1. Check your bank or payment account again.
2. Contact your credit card provider or payment provider, as processing times may vary.
3. Contact your bank, as additional processing time may be required.

If you have completed the steps above and still have not received your refund, please contact us at support@nivoelements.com.

Please note that items returned without prior authorization from our customer service team may not be accepted or refunded.

6. Exchanges

We offer exchanges for eligible items.

If you wish to exchange your product for another eligible item, please contact our customer service team first to receive return instructions.

Exchange Fees: We do not charge an exchange fee. Customers are responsible for the cost of returning the original item unless the exchange is required because of an error on our part.

Once the returned item has been received and inspected, we will ship the approved replacement item free of standard shipping charges.

Exchanges are subject to product availability.

7. Orders Not Received

If your order has not been delivered within the expected delivery timeframe, please first check your tracking information.

If an order has not been delivered more than 30 days after shipment, please contact us so we can investigate the shipment.

Where the parcel is confirmed as lost or undeliverable, an eligible order may qualify for a replacement or full refund.

Please contact support@nivoelements.com with your order number and relevant tracking information.

8. Order Cancellations

We can accept order cancellation requests within 24 hours of purchase.

To request a cancellation, please contact us at support@nivoelements.com as soon as possible.

After the 24-hour cancellation period, your order may already have entered processing or been shipped, and cancellation may no longer be possible.

Return Shipping Address

All returns require prior approval from our customer service team.

Once your return has been authorized, please send the return to:

NivoElements
3678 S State St, Ann Arbor, MI 48108, United States

Please include your order information with your return where instructed.

We strongly recommend using a tracked shipping service and keeping your shipping receipt until your return has been processed.

Returns sent without prior authorization may not be accepted.

Customer Support

• Store Name: NivoElements
• Email: support@nivoelements.com
• Phone: +1 313-525-7866
• Address: 3678 S State St, Ann Arbor, MI 48108, United States

Customer Service Hours (ET):
Mon – Fri: 9am – 6pm

Response Time: Within 1 business day